Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Mia Reid

Milton,GA

Summary

Results-driven Business Analyst with a strong background at Koch, specializing in agile methodologies and process optimization. Expertise in ServiceNow and Salesforce enables effective team collaboration, leading to substantial improvements in user experience and productivity. Recognized for enhancing audit accuracy rates, demonstrating a commitment to quality and exceptional customer satisfaction.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Business Analyst

Koch
Atlanta, GA
02.2024 - 09.2024
  • Possess experience with agile methodologies and iterative development processes
  • Utilized the Scrum framework and actively participated in daily stand-up meetings, sprint planning, reviews, and retrospective meetings
  • Develop and maintain comprehensive documentation, including business requirements, process flows, user guides, and training materials
  • Collaborate with the Service Delivery Team to ensure that the vision and strategies are understood, effectively executed within the product team, and communicated to end-users
  • Analyze and validate business needs by understanding current state processes, data, systems, and identifying gaps, issues, and opportunities for improvement
  • Evaluate existing processes within the Invoice to Pay (ITP) capability as necessary to assess, transform, and implement solutions that enhance efficiency, improvements, and automation
  • Developed an information and resource center (Hub) for Invista users to access comprehensive Accounts Payable information
  • Results: Reduced research time, minimized manual effort, standardized processes, and enhanced user experience
  • Analyzed Service Now data to identify the top 10 inquiry types received by the AP Customer Support Team over a 12-month period
  • Initiated the creation of prompts based on commonly used keywords to facilitate artificial intelligence (AI) augmented responses
  • Results: Improved response time, increased efficiency and productivity, and enhanced consistency
  • Effectively collaborated within a team, soliciting feedback on data results from technical and User Acceptance Testing (UAT) members while providing constructive challenges
  • Results: Improved decision-making, enhanced problem-solving capabilities, strengthened team relationships, and delivered a higher quality final product

Senior Business Process Lead

Koch
Atlanta, GA
11.2022 - 02.2024
  • Oversee and manage Koch's third-party Accounts Payable teams in Procure-to-Pay roles, including AP Customer Support and invoice ingestion, utilizing Georgia Pacific’s (GP) Optical Character Recognition (OCR) tool, Datacap
  • Collaborate with GP Procurement and Koch internal teams to enhance Accounts Payable processing, addressing aged invoices resulting from Purchase Order and system-related issues
  • Work in partnership with Procurement to mitigate the occurrence of aged invoices, ensure compliance with Internal Financial Controls (IFC), and uphold Purchase Order adherence to facilitate timely payments to suppliers
  • Supervised the transition of knowledge, training and development, and risk mitigation plans for Georgia Pacific’s Accounts Payable Customer Support and Datacap Teams
  • Results: Enhanced employees' understanding of Georgia Pacific’s processes, procedures, and objectives
  • Collaborated with third-party global partners to ensure that the integration of invoice ingestion, processing, and key performance indicators met all milestones and deliverables as per established guidelines
  • Standard Operating Procedures (SOPs) were developed, and comprehensive training sessions were conducted to ensure a thorough understanding of invoice processing
  • Results: Improved quality and productivity, consistency, accountability, and communication
  • Developed and implemented a comprehensive White Glove Supplier auditing process to enhance accuracy, provide dedicated support, and restore confidence from the business
  • Results: Increased audit accuracy rates and enhanced customer experience

National Customer Relations Specialist

Ryder
Alpharetta, GA
01.2020 - 10.2022
  • As a National Rental Customer Relations Specialist, I engage daily with National Rental Managers and their respective customers
  • I proactively identify and resolve key account concerns, including account setup, billing and invoicing issues, purchase order accuracy, and research related to invoice disputes
  • I serve as the Directly Responsible Individual (DRI) for account maintenance, which involves updating special pricing, rates, contacts, fees, and other customer requirements
  • Collaborate with Rental Managers, the Rate Team, Billing, Invoicing, Accounts Receivable, and Collections to deliver world-class and effective customer solutions, enhancing customer satisfaction and retention while managing and reducing Ryder's internal costs
  • Facilitate collaborative discussions with C-suite executives and various teams within Ryder to assess overall account health and ensure alignment in resolving billing disputes
  • These engagements foster stronger relationships with customers and contribute to an exceptional customer experience, ultimately increasing customer loyalty
  • Ensured timely payments for the XPO Logistics account, resulting in $1.3 million in revenue for 2021
  • Results: Enhanced cash flow for Ryder and fostered positive relationships with creditors
  • Contributed to revenue growth for Ryder by overseeing accurate billing for All My Sons Moving & Storage, ensuring prompt receipt of invoices, and resolving disputes within a 7-day timeframe
  • Year-to-date revenue for 2021 reached $2 million, with fewer than 10 invoices aged 31-60 days
  • Results: Increased profitability

Senior Analyst – Acting

Verizon Wireless
Alpharetta, GA
09.2018 - 03.2019
  • As a member of the Operations Team, building and maintaining cross-functional relationships has proven essential across all call center teams
  • I received hands-on training in Resource Management, Business Intelligence, Customer Service, Employee Engagement, and Facilities to understand how each workgroup contributes to the overall success of the center
  • Delivered weekly updates on initiatives and projects through in-person presentations using PowerPoint
  • Fostered a culture of urgency and ensured timely project delivery
  • Ensured the early identification of issues, determined potential resolutions, obtained appropriate resources, communicated status updates, and tracked and resolved issues in a timely manner
  • Identified key training gaps within the leadership team and organized training sessions to ensure successful completion
  • This enabled each leader to effectively manage their team and workload utilizing the new Customer Relationship Management (CRM) platform, Salesforce to Workflow Manager
  • Results: Strengthened competitive advantage by equipping leaders with the essential skills to navigate challenges and optimize resource allocation

Account Management Coordinator

Verizon Wireless
Alpharetta, GA
09.2009 - 03.2019
  • Deliver exceptional customer service to numerous National Account customers through written and verbal communication regarding account maintenance needs
  • Analyzed and resolved issues related to failed equipment and accessory orders placed through customer extranet sites, collaborating with various workgroups to develop mutually beneficial solutions for customers
  • Engage in daily interactions with National Account customers to ensure order accuracy, address billing inquiries, facilitate account setup, and manage other account maintenance issues
  • Promote the enablement and adoption of online tools
  • Collaborate with various workgroups to develop mutually beneficial solutions for National Account customers, focusing on the management of customer requests and response times
  • Maintain adherence to 'zero defect' quality standards and strict compliance guidelines by paying close attention to detail in all customer requests
  • Enhanced quality goals from 87% to 95% and productivity from 79% to 88% within 60 days by implementing a dedicated Power Hour for the department
  • Informed coordinators about system updates, new equipment, pricing, and policy changes through an engaging weekly newsletter
  • Trained and onboarded new coordinators selected to manage marquee accounts, ensuring a superior customer experience with minimal defects in equipment orders and account maintenance requests

Quality Assurance Coordinator

Verizon Wireless
Alpharetta, GA
11.2007 - 09.2009
  • Developed action and goal planning for 26 Coordinators over a three-month period to enhance individual and call center metrics based on needs analysis conducted through side-by-side observations, remote monitoring, and Net Promoter Survey (NPS) results
  • As a result, 95% of Coordinators improved from the lower 20th percentile / Developing rating to Leading or Performing ratings
  • Conducted performance consulting through Side-by-Side observations of 26 Coordinators, twice weekly for 12 weeks, aimed at enhancing the utilization of the Call Sequencing Model, call work, call hold, transfer, and 2-hour repeat metrics
  • Each Coordinator began below center targets in these metrics, and following 12 weeks of continuous coaching, all Coordinators met or exceeded the established center metrics
  • Educated the center on opportunities identified through NPS and Customer Service Transactional Surveys (CSTS), Call Sequencing, 2-hour Repeat, and Other Charges & Credits (OCC) reports
  • Employed Verint to monitor Coordinator calls with customers to pinpoint areas of improvement, ensure accuracy of information provided, and verify compliance with quality standards
  • Illustrated the principles of business ownership by developing solutions that yield mutually beneficial outcomes for both the customer and Verizon Wireless
  • Completed remote Workflow Manager (WFM) scoring of daily customer interactions, reinforcing compliance guidelines and ensuring the accuracy and timeliness of customer requests

Education

Data & Analytics Certification - Data Science

The University of Georgia
Atlanta, GA
02-2025

Bachelor of Arts - Communications – Media Productions

Robert Morris University

Skills

  • ServiceNow Expertise
  • Salesforce Data Management
  • Workflow Manager
  • Proficient in IBM AS/400 Systems
  • ACSS
  • Verint Software Knowledge
  • SAP Ariba Proficiency
  • FileNet
  • Expertise in IBM Datacap
  • Abbyy Vantage Expertise
  • Task Mining Expertise
  • Power BI Data Visualization
  • SQL Proficiency
  • Proficient in Microsoft Office
  • Document Formatting Expertise
  • Email Management Expertise
  • Slide Deck Development
  • Excel Proficiency
  • Publisher
  • SharePoint
  • Process Flow Visualization
  • Google Office Suite
  • Drive
  • Documents
  • Sheets
  • Slides
  • Forms
  • Teams
  • Zoho Projects
  • Asana

Certification

  • Certified Scrum Master, Scrum Alliance, 11/01/24, 001702346
  • Business & Analytics Certification, University of Georgia, 02/01/25
  • Lean Six Sigma, Yellow Belt, 05/01/21

Affiliations

  • Certified Scrum Master, Scrum Alliance, November 2024 Certification ID: 001702346

Business & Analytics Certification, University of Georgia Expected completion date: February 2025

Lean Six Sigma, Yellow Belt May 2021

Timeline

Business Analyst

Koch
02.2024 - 09.2024

Senior Business Process Lead

Koch
11.2022 - 02.2024

National Customer Relations Specialist

Ryder
01.2020 - 10.2022

Senior Analyst – Acting

Verizon Wireless
09.2018 - 03.2019

Account Management Coordinator

Verizon Wireless
09.2009 - 03.2019

Quality Assurance Coordinator

Verizon Wireless
11.2007 - 09.2009

Data & Analytics Certification - Data Science

The University of Georgia

Bachelor of Arts - Communications – Media Productions

Robert Morris University

Similar Profiles

CREATE PROFILE
Mia Reid